Hugterra™Reviews of hugterra.com

Reply from Hugterra™Mar 4, 2026

Hi Katherine, We’re really sorry to hear about your experience and understand how frustrating this must feel. We’d like the chance to look into this and help resolve the issue for you. Please reach out to us with your order number or the email used for the purchase, so we can locate your order and assist further. You can contact our support team at [email protected] and we’ll be happy to help.

Reply from Hugterra™Mar 4, 2026

We’re very sorry to hear about your experience and appreciate you bringing this to our attention. This is certainly not the experience we want for our customers or for a gift purchased for a loved one. If the device was not holding a charge from the start, that is something we would absolutely want the opportunity to investigate and resolve. In many cases we are able to replace defective units quickly once our team can review the issue. Unfortunately, we were unable to locate your case based on the information in this review, so we’d really like to connect and make this right. Could you please reach out to our support team with your order number, the name used on the order, or the email address used at checkout so we can locate your purchase? Once we have that, we’ll be happy to review the situation and assist with a proper resolution. You can contact us at [email protected] and our team will prioritize your case. We truly appreciate the opportunity to help resolve this for you.

Reply from Hugterra™Jan 21, 2026

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and understand how disappointing this must have been, especially after the wait to receive your order. This is certainly not the experience we want for our customers. Our devices are covered by warranty, and we’d really appreciate the opportunity to make this right for you — whether that’s through a replacement or a refund, based on your preference. Please reach out to our support team directly via email with your order details so we can assist you as quickly as possible. Your satisfaction matters to us, and we’re here to help resolve this.

Reply from Hugterra™Jan 21, 2026

Thank you for sharing your concerns. We’re genuinely sorry to hear about your experience and understand how frustrating this situation has been for you. We want to be very clear that we are a legitimate company, and we never intend to mislead our customers. Our website does state a 60-day return policy, and due to the location of our logistics partner, returns are processed through our nerest warehouse. We understand that return shipping can be inconvenient and costly, which is why our support team may offer alternative resolutions, such as a partial refund without requiring a return — this option is always meant to help reduce the burden on the customer, not to pressure them. That said, we completely respect that the product did not help in your case, and we’re truly sorry that the return process did not meet your expectations. This feedback is important to us, and we take it seriously as we continue to improve how clearly our policies are communicated and how we support our customers. We would really appreciate the opportunity to review your case personally and see if there’s a better resolution we can offer. Please reach out to our support team directly via eamil with your order details so we can assist you further. Thank you for voicing your experience — we regret that it left you feeling this way and hope we can still work toward a fair outcome.

Reply from Hugterra™Jan 15, 2026

Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration and inconvenience you experienced. We truly appreciate your past support and are very sorry to hear about the issue with the neck massager you purchased for your son. That is certainly not the experience we want any of our customers to have. We want to reassure you that we have already sent the replacement request to our team, and your replacement unit is now being processed. You should be receiving the replacement soon, and we’ll ensure it is fully functional and thoroughly checked before shipment. Thank you for your patience and for bringing this to our attention. If you need any further assistance in the meantime, please don’t hesitate to reach out — we’re here to help and committed to making this right.

Reply from Hugterra™Jan 7, 2026

Thank you for sharing your experience. We’re truly sorry to hear about the issue with the EMS function and understand how frustrating this must feel, especially when you were expecting quick support. We’d like to reassure you that we do stand behind our products, and our support team is committed to resolving all concerns. Sometimes responses may take a short time due to high message volume, but we will make sure your case is reviewed and handled properly. Once we connect with you, we’ll work with you toward a fair and prompt resolution. We appreciate your patience and the opportunity to make this right.

Reply from Hugterra™Nov 29, 2025

Thank you for sharing your experience, and we’re truly sorry to hear about the inconvenience you faced. This is certainly not the experience we want for our customers. Your concerns about the product and refund process are completely understandable. We apologize for the frustration caused and for any misunderstanding regarding our return policy. While we do offer the option to keep the item and receive a partial refund to help avoid high international return shipping costs, we recognize that this solution may not always feel satisfactory. We are also sorry for the trouble you had reaching us by phone. At the moment, our customer support is handled exclusively via email so we can ensure accurate tracking and quicker resolution. We appreciate your feedback and will use it to improve both our products and our communication. If there is anything further we can do to assist you or help make this right, please feel free to reach out — we truly value your satisfaction.